SearsHomeServicesReviews 680

Way OVERPRICED with a useless customer support network. They charged $315 for 25 minutes of work on my Kenmore refrigerator, which included a "diagnostic fee" of $99 to tell me that I had a leak, DUH!
The part, a cheap piece of plastic tubing, was free LOL. Essentially they repaired a leaking tube connected to the water dispenser. People that fix refrigerators are being paid more than plumbers and electricians! Their useless customer support, I spoke to people in India and Mexico, appears to in other countries. When I insisted on knowing their hourly rate, I was disconnected both times.

I callled to schedule an appointment to replace a door seal on my front load washer. Upon making the appointment I asked would the technician have the part with them to replace the old one. I was to yes. Well, when the technician called to get more information about my appointment he informed me that he did not have the part and if he came i would be charged $99. So i cancelled the appointment. I ordered the part i needed them rescheduled the appointment and told the representative that i had my own part since they no longer carried the part. I asked would i only be charged for labor since i purchased my own part. He said yes. Well today is the day of the appointment and I'm being charged labor plus a diagnostic fee. I told them what i needed and then they turned around and charged me for a diagnostic fee! Mind you i supplied my own part. Total is $235. This is BS! I would not recommend using these people. One person tells you one thing and the other tells you another thing. I told them i don't have a reason to lie about anything and since y'all record the calls play them back and listen to what i was told!

Long story short. A technician came in to fix my Kenmore dishwasher a week ago. He discovered it needed a new motor and ordered it. We scheduled an appointment for today (Friday) between 8am - noon, to have the dishwasher repaired. I confirmed the appointment last night on the phone. Verified online this morning. And had to take the morning off of work to do this... Waited until 11:30am and then called customer service and online chat just to make sure we were still good... BOTH assured me he would be on his way shortly. Then, I called back at 1pm and got a different story... the routing center had an error and they would need to reschedule to Monday between 9-5. I noted this wasn't acceptable as I can't miss another day of work for a repairman. Once they refused to accommodate to do over the weekend, I decided to cancel my contract. So, I called the number provided, only to be transferred to another department, only to be transferred to another department, only to be transferred to another department, and, just for fun, ONE more department. Quite literally four transfers, where I had to repeat all of my information repeatedly (name, address, email address, etc.). FINALLY I got on with the right guy. He said he was sorry about the situation but the contract only indicates SearsHomeServices sets up the appointment, they aren't responsible for no-shows. And they will reschedule appointments in perpetuity, they take zero responsibility and simply reschedule. I was informed of a cancellation fee, and I said that I'm not paying a cancellation fee - your repairman was a no show and you didn't live up to your side of the contract. Apparently that doesn't matter. I was cited several paragraphs from the contract and had enough. Paid the ~$140 cancellation fee and that's that. What a scam this service is. Stay away. Go to Lowe's or Home Depot. Use their reputable services instead of this sinking ship of a once-great company.

I had an appointment scheduled for Wed 1pm - 5pm and got a call Wed at 4pm that the tech was running late and had to reschedule. I rescheduled for Friday 10am - 2pm thinking if he runs late it should be okay. I got a call in the morning that the tech called out sick. Is there only ONE PERSON working for Sears Home Services? It should be called Idontwanttowork.com or toolazytoworktoday.com or dontworkonfriday.com.
Ridiculous, and I will not ever use them. I rescheduled with a local company.

SEARS APPLIANCE REPAIR PREYS ON ELDERLY:
One of the drawers on our fridge/freezer wasn't closing properly. It was allowing large amounts of frost to build up, further blocking the drawer from closing properly. Called Sears Appliance Repair 8/28/19, after I was unable to schedule a service call on their crappy website. Whoever took my call could barely speak English. They sent Jorge, a tech next day. He removed the drawers and melted away all the frost. Told me the lower drawer needed a new gasket, because the magnet in it was weak and not sealing properly. I could see this was the problem. He said they could order a new gasket and install it on 9/6/19. He then advises that the total cost for this gasket replacement would be $455.55., and that today's $144. Service call charge would be deducted from that amount. Then, in typical conman fashion, he tells me that I could save 50%, if we signed up for a service contract on all our kitchen appliances, at a cost of $49. Per month, for a 1 year period. He then cites some horror stories of how much it would cost of the compressor or control board went out on our 3 1/2 yr old LG fridge. He also said that for an additional $20. Per month, we could get a whole home warranty policy.

IMO, Sears Appliance Service is nothing but a high-pressure sales scam for their expensive home warranties. Seeing that I'm older (75) and, they assume 'easy prey', they quote a ridiculous price for the needed simple repair job, then explain how could 'save so much money' by buying one of their warranties. It doesn't take a rocket scientist to figure out that this $49. Per mo. Contract would total almost $600. Per yr. I checked on the cost of needed gasket from an on-line appliance parts vendor. It was $48. + $10. Shipping, so I ordered it. I found a couple of how-to-do-it videos on line that showed that this gasket could be easily removed and replaced in about 10 minutes, with nothing other than a putty knife, to remove the old gasket, and snap the new one in place. I called Sears and told them to cancel the gasket order and any further service calls to our home. Got the gasket in 2 days and installed myself in 10 min. I They are a complete rip-off operation that preys on the elderly. These fraudulent business practices should warrant a criminal investigation.

I needed service for a washing machine and set an appointment with Sears Home Services. They assured me the technician would arrive between 10:00am and 2:00pm. At 12:20pm I received an automated call requesting a call back to reschedule a confirmed appointment.

After escalating through to a supervisor, the answer was always the same "we're sorry, can we reschedule the appointment for tomorrow." Unfortunately, all I can do is warn other consumers not to use this service. Sears Home Services is not who you want to use to repair your equipment!

Ice maker not working on my kitchen aid fridge. Tech came, ordered parts needed. Came a week later and installed them. Next morning I had ice but it wouldn't dispense. 2 days later different tech came. Said the other tech must have put the old motor back in by mistake. He said he would order another motor. After 5 days I called because we never received the motor. They said he ordered a motor. Made an appointment for 1-5 for a few days later. Tech finally calls at 5:15 that day and said he's on the way. I asked if he had the motor. He said no so he didn't come. No one ever ordered it! The tech promised that it was ordered now. I called sears and made an appointment for a window of 8-12 on the following Saturday. The motor arrived on Wednesday. Friday eve they called to confirm my appointment for 1-5 on Saturday. I told them I definitely made it for 8-12 because it was Saturday and I had errands. They said they had 1-5 and they couldn't change it now. Mistake after mistake. Not to even mention every time I called back I had to wait on hold to be able to talk to someone. Very frustrating to deal with this incompetence!

Replaces the same part 2-3 times a year, most recently in January. Now it will take 3 weeks to get the part and install it. They refuse to give me a new dryer. They've refused since the very first year I purchased it and are weaseling out again since it was not "since 2018". No duh. I bought it new in 2014. Sears Home Services is a complete ripoff and anything connected to them. They owe me a new dryer for the lemon I purchased.

Update - service person finally arrived. They were friendly, but not very knowledgable. They provided free estimate for new garage door motor. I still would not use this service again.

I rarely write reviews, but this was so bad, I'll make an exception.
They never showed up. Customer service very poor. "Our systems down", "we have a garage door department", "we don't have a garage door department"...
I scheduled twice, received a call confirming appointment, then when they never came. I called the number back and it wasn't in service!?!?
Believe the other one star reviews. Do not do business with this operation.

I submitted a work order for a microwave through my home warranty company shortly after purchasing a new house. Initially, the SEARS technician was great... until they left after the first visit. 2 parts were needed. One part was shipped directly to my and sat on my counter for 2 weeks without any communication from SEARS, so I installed the part myself. The 2nd part which was supposed to have been ordered 2 months ago, was apparently just ordered last week through a 3rd party vendor, but has yet to be located. SEARS customer service has flat out lied to me when I asked to speak with on duty management by telling me that they weren't allowed to connect customers to a manager and also that their parts dept doesn't accept calls. They have also gone as far as blaming my home warranty company for my microwave not being repaired and/or replaced. I've advised my home warranty company to drop SEARS as a contractor due to their inability to maintain prompt and professional service.

Unable to show within four (4) hour schedule window. Called their 800 # customer sac. Rang and placed on hold for solid 22 minutes, when young lady answered, she was located on another country, not USA and the only thing she could do is confirm my repair svc. Appt. Which at this point was WAY past overdue, she was unable to provide a local number I could call, nor the dispatch's number nor the technicians number.
When tech arrived, he was unwilling to listen, just spoke over me, turned the washing machine on and told me that if I WAS HIM, I should just purchase a new machine b/c Sears will charge me $90 for him to tell me that and since I have not extended warranty it would run me $517 to repair it (I paid $400 for new Maytag washing machine, three years a go). He was unable to provide written estimate and was unable/incapable to send screen shot of estimate from his phone via email nor text. OVERALL, WASTED 1/2 DAY.

Came one week ago and didn't have part for dryer (despite telling them prior the code was reading temperature sensor problem). Ordered temperature sensor and told us would be back Aug 13 to fix. Never showed. After over 1hr on phone, multiple "supervisors" told over and over appt was for Aug 20. Both husband and I there when technician said 13th, called to confirm yesterday and recording said "you have appt tomorrow." Nothing they can do. Paid for service visit and part, nothing done. Took off work for this. Worst customer service I've ever received.

We've had this service for something like 20 years. Use to be happy. No longer. Sears has destroyed their home service. Technicians do a good job, if you can get one to house with right parts and tools. This spring it took 4 visits over 7 weeks to get washer fixed. Parts order mysteriously disappeared from computer system, shipment delay, tech shows up and does not have right tools for job. Each delay a 1-2 week delay! Now, I call in another repair issue (bearing burned out on washer) and i'm Told first available appt. Is in September! A month going to laundromat. The Techs are hard working guys, the backend office has been ruined by cost cutting CEO. Killing the only profitable division at Sears.

I purchased a HVAC from SearHomeServices in December 2017, within a two week period I had to have installer to come back because my thermostat wasn't working and my heat wasn't working properly. Fast forward now since end of July 2019 my cooling system is not working at all. A brand new unit a little over two years old no air, really. I called the 1-800 # and as many stated the customer service was terrible. I have a limited warranty which now I am responsible for paying a $69.00 service fee, plus labor and whatever parts are needed. I am highly upset with this whole process and find it extremely bad business to have a brand new HVAC system that only works for two years with a very limited parts warranty. Sears operations has gone down and the value once received is no longer possible. I am going to take this further because having a fairly new HVAC that doesn't work is unsatisfactory my hard earned money down the tube. This is unacceptable for consumers to purchase products, appliances, and even warranty that is not being honored once they purchase an item. Sears needs to honor each warranty and make sure that they follow up with their customers with trained employees to build better customer relations. A very dissatisfied customer.

Noticed ice cream getting softer a few days ago. This morning I drank the rest of it then called my Master Protection Plan which cost $492 to cover a Kenmore Elite bottom drawer freezer for 2 years! Had one call on this fridge within 1st year; repair would have been a $800 charge. Now the freezer going bad in year 4. Truthfully, I'm glad I have the warranty because this won't be cheap either, but my low score is because today is Tuesday and 1st available local contractor they can set me up with is on Saturday! Food is thawing as we speak. They may call it first available but this is not emergency service! (When is a refrigerator repair NOT an emergency?!?) At least I can claim up to $300 food loss which is better than nothing. I won't be buying another agreement because it would have been worth more to me than the $500 warranty cost to get a local business to respond same day.